Shipping Policy
This Shipping Policy applies to orders placed through hileymobility.com for delivery within the United States.
Free Scooter Shipping
HILEY USA provides free standard shipping for electric scooter orders delivered within the contiguous United States.
Standard free shipping does not currently apply to:
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Alaska
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Hawaii
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Puerto Rico
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Guam
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Other U.S. territories
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PO Boxes
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APO/FPO addresses
If you have questions about whether we can ship to your location, please contact support@hileymobility.com before ordering.
Order Processing
In-stock scooter orders normally leave our fulfillment network within 2–3 business days after the order has been confirmed.
Processing time is separate from carrier transit time.
Orders placed during weekends, holidays, major promotions, or periods of unusually high order volume may require additional processing time.
If a product has a different fulfillment schedule, the estimated shipping information shown on the applicable product page will take priority.
Pre-Orders and Backorders
Pre-order and backordered products may have different estimated shipping dates.
Please refer to the applicable product page and your order confirmation for the latest estimated fulfillment period.
Estimated dates may change because of freight, customs, carrier, port, or other logistics conditions outside HILEY's direct control.
If a material delay affects your order, HILEY will provide updated information using the contact information associated with your purchase.
Carrier Transit Time
HILEY scooter orders are generally shipped using major ground carriers such as FedEx or UPS.
After carrier pickup, typical ground transit is approximately 2–6 business days, depending on the destination and carrier network.
Carrier transit estimates are not guaranteed delivery dates.
Weather, regional disruptions, peak shipping periods, incorrect address information, or other carrier-related events may cause delays.
Tracking
Once your order has been handed to the carrier and tracking becomes available, tracking information will be sent using the email address or contact details associated with your order.
Carrier tracking may require additional time to update after the shipping label is created.
Signature Requirement
Scooter deliveries may require a signature because of the size and value of the shipment.
Please monitor your tracking information and make appropriate delivery arrangements.
Carrier delivery options and rerouting availability vary and are controlled by the carrier.
Address Changes
Please verify your shipping address carefully before placing your order.
If you notice an error, contact support@hileymobility.com as soon as possible.
HILEY cannot guarantee an address change after fulfillment has begun.
If the carrier has already collected the shipment:
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Address changes may not be available
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Carrier rerouting restrictions may apply
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Additional rerouting fees may be charged
Do not request carrier rerouting without first contacting HILEY Support when the carrier restricts address changes.
Delivery Inspection
Electric scooters are large and heavy shipments. We recommend inspecting the package as soon as it arrives.
Before discarding any packaging:
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Inspect the outer carton for visible damage.
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Photograph any tears, punctures, crushing, or water exposure.
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Inspect the internal protective packaging.
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Inspect the scooter for visible shipping damage.
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Retain the carton and packaging during the initial inspection period.
If you find shipping damage, contact support@hileymobility.com within 7 days of delivery.
Please include:
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Your order number
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Photos of the outer carton
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Photos of the internal packaging
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Photos of the affected area
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A photo of the scooter dashboard / odometer
Do not ride a scooter with visible shipping damage before HILEY Support has reviewed the issue.
Lost or Delayed Shipments
If carrier tracking has not updated for an unusual period or shows a delivery issue, contact HILEY Support.
We may need to open an investigation with the carrier before a replacement, claim, or other resolution can be approved.
Carrier investigations may require additional documentation from the recipient.
Local Pickup
Local pickup may be available for selected products or locations.
Local pickup is by confirmation or appointment only.
Do not travel to a warehouse, dealer, or service location without first receiving pickup confirmation and the correct pickup instructions from HILEY.
Pickup availability, location, and applicable discounts may vary by product.
Returns Are Not Accepted at Shipping Locations Without Authorization
A fulfillment warehouse is not automatically a return or warranty-service location.
Do not send or deliver a return to any HILEY warehouse, dealer, or service center without first contacting HILEY Support and receiving an RMA or other written instructions.
Unauthorized shipments may be refused.
Please refer to our Return & Refund Policy for return requirements.
Contact HILEY
For order or shipping assistance:
Email: support@hileymobility.com
For the latest customer service hours, please refer to our Contact Us page.
